Attensity Group Experiences Exceptional Year as Global 1000 Companies Listen and Act on Voice of the Customer

PALO ALTO, Calif., Jan. 25 /PRNewswire/ -- Attensity™ Group, the leader in business user applications that generate value from unstructured data, today announced significant growth in 2009. In a tumultuous year for many companies, Attensity Group bucked the trend by adding major names to a strong customer base that already includes Allstate, Airbus, Bosch, Charles Schwab, JetBlue Airways, Lloyd's Bank, Lufthansa, the Royal Bank of Canada (RBC), Safeway, Siemens, Symantec, Travelocity, Whirlpool and many others. Joining the customer and partner roster in 2009 were Allegiance, Blue Cross Blue Shield of Florida, BMW, David's Bridal, Delta Airlines, GMAC, Newfoundland Power, Microsoft, Oracle, Overstock.com, Radian6, SAP, Sony, Versatel, Vovici, Waste Management, Wells Fargo and others. These industry stars are leveraging Attensity's software for analyzing unstructured data and text, to discover deep insights from the Voice of the Customer (VoC) (http://www.attensity.com/en/Applications-and-Services/Applications/Voice-of-the-Customer/Voice-of-the-Customer-Index.html) and to deliver better service using Attensity Service (http://www.attensity.com/en/Applications-and-Services/Applications/E-Service/E-Service.html) and Attensity Respond (http://www.attensity.com/en/Applications-and-Services/Applications/Automated-Response-Management.html).

"Our growth in 2009 is extremely gratifying," said Ian Bonner, chief executive officer of Attensity Group. "Despite the economic challenges of the past year, our expanding client base is a testament to Attensity's leading innovation in the field of semantic technologies for business applications."

The combination of a struggling economy with the dynamic growth of social media has made listening to -- and acting on -- the Voice of the Customer a clear differentiator for global companies to ensure loyalty and for more informed decision-making. Attensity Group not only offers multi-channel analysis of the widest amount of customer feedback sources in the market, including social media, surveys, CRM notes, emails and text messages, but also provides analytics that are both trustworthy and actionable and applications with which to leverage this data in everyday business processes.

Generally, 70-80% accuracy is adequate when companies are trying to get a general sense of their customer sentiment. However, that percentage isn't high enough if the company plans to take action on this data -- whether by contacting a customer, changing a product feature, or driving business strategies based on the data. Getting to the true sentiment, issues and root cause of an issue is critical for companies who use customer feedback as a business asset. Through Attensity's Semantic Engines, including its patented Exhaustive Extraction™ approach, products not only are able to provide users with accurate, actionable analysis, but reliably push that output to people and applications for action as well.

"Last year was truly a breakthrough year for the technology behind text and data analysis," said Dr. David Bean, Attensity's chief technology officer for Semantic Technologies. "Social media has changed the way customers communicate. We saw the changing CRM landscape in 2009 and in response launched products such as Attensity Cloud and Attensity Analyze for VoC 5.2, that dig deeply into social media platforms to retrieve the customer experience and sentiment that businesses are eager to understand, and act on."

Social Media Analysis Taken to a New Level

In 2010 Attensity continues to deepen its capabilities, products and services around social media analysis. With the expansion of its analytic capabilities, Attensity now offers analytics that enable organizations to do side-by-side comparisons of social media discussions with other customer discussion points such as surveys and email. Released last summer, Attensity Cloud actively "listens" to social media discussions and triggers Attensity Respond, an application that routes these discussions to the right people in the organization for more rapid and appropriate response. This combination of services improves communication and business intelligence across the organization. Some fun examples of social media trends analyzed through Attensity Cloud are at http://www.attensity.com/en/News-and-Events/Resource-Center/index.html.

Survey Advantage Promotional Offer Extended

After a successful launch in the third quarter of 2009, Attensity is extending its promotional offer of Attensity Survey Advantage through the summer of 2010. For an entry point of $5,000 per month, Attensity Survey Advantage enables departments within large organizations and government agencies to measure, chart and understand customer sentiment and top issues expressed in customer feedback surveys. It's also the first and only system that enables survey and market research vendors to quickly process the answers to open-ended questions, known as "verbatims," in surveys. Attensity Survey Advantage sheds light on the "whys" behind structured answers and customer satisfaction metrics such as Net Promoter™ scores and the American Customer Satisfaction Index (ACSI). More details on this offer are at http://www.attensity.com/en/News-and-Events/Press-Releases/2009/July-8-2009.html.

Learn More

This week, Attensity is leading an interactive roundtable on "How Social Media and Information Ubiquity are Transforming Customer-Centric Organizations" as part of the International Quality & Productivity Center (IQPC) Call Center Summit taking place in Orlando. Past Attensity webinars are also available on demand at http://www.attensity.com/en/News-and-Events/Events/On-Demand-Events/index.html.

About Attensity Group

Attensity Group provides software applications based on Web 3.0 semantic technologies to find, understand, and use information trapped in unstructured text to drive critical decision-making. The comprehensive suite of applications address collective intelligence in social media and forums; the voice of the customer in surveys and emails; customer response management; e-services; research and discovery; risk and compliance; and intelligence analysis. With more than 500 installations worldwide, Attensity Group's award-winning software is used by large government agencies and such innovative enterprises as Airbus, Charles Schwab, Bosch, JetBlue, Royal Bank of Canada, Travelocity and Vodafone. Organizations are better able to track trends, identify patterns, detect anomalies, reduce threats, and seize opportunities to improve customer satisfaction and retention. The Service & Support Professionals Association (SSPA) has honored Attensity Group with its 2009 Recognized Innovator Award. Attensity Group operates in the EMEA region as Empolis. More information is at http://www.attensity.com/en/Company/Blog/index.php, http://twitter.com/attensity and http://www.facebook.com/attensity.

©2010 Attensity Group. Attensity is a trademark of Attensity Group in the United States and/or other countries. Other brand and product names are trademarks or registered trademarks of their respective holders. Information is subject to change without notice. All rights reserved.

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